Taking Internal Service to a higher level!
In our continuing effort to ______________________ (insert vision/mission statement or
service mission statement here), we have the opportunity to take our service to an even
higher level as you will have the opportunity to participate in our initial Internal Service
The Internal Service Survey is in an online survey that will allow you to assess the level
of internal service delivered to you by the various team members that serve you. This
survey will be the first in a series of individual internal service surveys that will provide
us with a baseline on our current level of service while future surveys will allow us to
assess our improvement. The service we provide to the external members is never better
than the service we provide to each other. It is vital that we work to improve our internal
service to the highest possible level so that we can provide the highest level of external
In a few days, you will be provided with a web link that you will use to access the
Internal Service Survey. Once you have accessed the survey, you will select the
individuals with who you have direct (in person or by phone) weekly contact. Rate only
the individuals that meet this criterion (you will not be able to rate yourself, however).
Do not feel obligated to rate every employee such as those that you have limited or
indirect (e-mail) contact with. The survey’s validity is increased if you only rate those
individuals you have direct weekly contact with.
Your responses will be completely anonymous and will go directly to Michael Neill &
Associates, Inc. The information will then be formatted into a comprehensive report that
will provide information to each employee as to his or hers relative internal service
strengths and opportunities. When the ISS report is provided to the organization, only
your manager/coach will see your results and the overall organization’s average. After
having the opportunity to review your results, your coach will develop an Individual
Internal Service Action Plan for you that will address the gaps in your internal service
delivery. We will participate in a follow up Internal Service Survey in approximately six
months to allow the organization and each employee the opportunity to assess their
improvement as a result of their Internal Service Action Plans and to receive more
feedback. These surveys will be an on going part of our service culture efforts.
To maximize the benefit of the Individual Internal Service Survey please follow these
Complete the survey in one sitting. You cannot log in and out of the survey,
therefore, you must complete the survey in one sitting. If you submit a survey
before you were finished, and then attempt to start a new survey, it will be
reflected in the records to Michael Neill & Associates, Inc as TWO surveys.
MNA has been given the number of employees in each department so that they
can track the number of surveys submitted by each department to ensure that
multiple surveys are not submitted by individuals. Allow yourself ample time to
complete the survey in one sitting. If your survey includes multiple links (for
example, if your departments have been divided into several “mini-surveys”), you
may complete each link at a different sitting.
If you rate an individual with a score less of than “3” (on a scale 5 to 1), you must
provide comments on the survey that explain your rating and provide a
suggestion as to how they may improve. If you do not provide an explanation
and suggestion for a below “3” rating, your survey score will be removed by
MNA and will not be part of the survey results. It is important to provide
feedback to your team members, so that they will know what areas they need to
improve in and how they can do it.
Your comments must be professional. If your comments are determined to be
unprofessional, the scores and comments given by you will be removed by MNA.
The Internal Service Survey provides YOU with a great opportunity to receive
improved internal service, so it is incumbent on you to provide effective feedback.
Please provide comments, both positive and constructive, that explain your
ratings for each individual you rate. The comments are much more important
than the numerical scoring. Because the survey is used to provide team members
with the knowledge on how they can improve, the comments are highly valued.
To give you an understanding of how to make your comments most effective,
here are some suggestions and guidance:
“Tina rules!” – Cotton Candy = non-specific/positive
(This comment is Cotton Candy, that is, it is positive, but non-specific.)
“Tina seems to have an attitude” – Heat = non-specific/negative
(This comment is Heat, that is, it is negative but non-specific.)
“Tina rules because she always responds to my requests with a great attitude of
helpfulness.” – Steak = specific/positive
(This comment is Steak, that is, it is positive, but specific.)
“Tina seems to project an attitude that she is angry when I call with questions.
I feel like an interruption.” – Spinach = specific/negative
(This comment is Spinach, that is, it is negative, but specific.)
Remember, before we can provide the highest level of service to our external members,
we have to provide the highest level of service to each other. Your participation in this
survey is crucial to our accomplishing this.
Thank you, in advance, for your involvement.